Analisis Kualitas Pelayanan Menggunakan SERVQUAL dan IPA Survei pada Pasien RSMB
DOI:
https://doi.org/10.29313/bcsbm.v6i2.25983Keywords:
Importance Performance Analysis (IPA), Rumah Sakit, Kualitas Pelayanan, Service Quality (SERVQUAL)Abstract
Abstract. This Study Aims To Analyze Service Quality, Identify The Gap Between Patients' Expectations And Perceptions, And Determine The Service Attributes That Should Be Prioritized For Improvement At Muhammadiyah Bandung Hospital Using The Service Quality (SERVQUAL) And Importance Performance Analysis (IPA) Methods. This Research Employed A Quantitative Approach With A Survey Method Involving 100 Outpatients From The Internal Medicine And Neurology Clinics. Data Were Collected Through A Four-Point Likert Scale Questionnaire And Analyzed Using Validity Testing, Reliability Testing, SERVQUAL Analysis, And IPA. The Findings Indicate That All SERVQUAL Dimensions Have Negative Gap Values, With An Overall Average Gap Of –0.589, Indicating That The Quality Of Services Provided Has Not Fully Met Patients' Expectations. The IPA Results Reveal That The Main Priorities For Improvement Are The Cleanliness And Comfort Of Waiting And Examination Rooms, The Adequacy Of Hospital Facilities, And The Genuine Attention Provided By Medical Staff To Patients. Therefore, Muhammadiyah Bandung Hospital Should Prioritize Improvements In These Service Attributes To Enhance Service Quality And Increase Patient Satisfaction.
Abstrak. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan, mengidentifikasi kesenjangan antara harapan dan persepsi pasien, serta menentukan atribut pelayanan yang menjadi prioritas perbaikan di Rumah Sakit Muhammadiyah Bandung menggunakan metode Service Quality (SERVQUAL) dan Importance Performance Analysis (IPA). Penelitian menggunakan pendekatan kuantitatif dengan metode survei terhadap 100 pasien rawat jalan pada Poli Penyakit Dalam dan Poli Saraf. Pengumpulan data dilakukan melalui penyebaran kuesioner menggunakan skala Likert empat poin, kemudian dianalisis menggunakan uji validitas, uji reliabilitas, analisis SERVQUAL, dan IPA. Hasil penelitian menunjukkan bahwa seluruh dimensi SERVQUAL memiliki nilai gap negatif dengan rata-rata gap keseluruhan sebesar -0,589, yang mengindikasikan bahwa kualitas pelayanan belum mampu memenuhi harapan pasien. Analisis IPA menunjukkan bahwa atribut yang menjadi prioritas utama perbaikan meliputi kebersihan dan kenyamanan ruang tunggu serta ruang pemeriksaan, kelengkapan fasilitas rumah sakit, dan perhatian tenaga medis kepada pasien. Dengan demikian, Rumah Sakit Muhammadiyah Bandung perlu memfokuskan upaya perbaikan pada atribut-atribut tersebut agar kualitas pelayanan sesuai dengan harapan pasien dan kepuasan pasien dapat meningkat.
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